Support and Monitoring

To ensure the stability, reliability, and regulatory compliance of the cross-border payments platform, a comprehensive support and monitoring framework will be implemented. This framework will cover technical operations, customer support, and compliance oversight.

1. Support Model

  • Tier 1 – Customer Support (Lightway Finance Helpdesk)

    • Handle basic inquiries, transaction status checks, and UMA-related issues.

    • Provide first-line assistance via in-app chat, email, and phone.

  • Tier 2 – Technical Support (Lightway Finance + PCX)

    • Resolve integration-related issues (ClearBank, MFB APIs, Lightspark).

    • Handle transaction failures, API timeouts, and reconciliation errors.

    • Provide 24/7 support during peak transaction windows.

  • Tier 3 – Partner Support (Lightspark, ClearBank, MFB)

    • Escalation to Lightspark for Lightning Grid issues or UMA infrastructure problems.

    • Escalation to ClearBank for GBP settlement issues.

    • Escalation to MFB for NGN processing or settlement issues.

2. Monitoring Capabilities

  • Real-Time System Monitoring

    • Lightning node health (uptime, liquidity, channel balances).

    • API latency and failure rates (Lightspark, ClearBank, MFB).

    • Transaction success/failure ratios.

  • Compliance & Risk Monitoring

    • Automated KYC/AML checks.

    • Suspicious transaction pattern detection.

    • Audit trail logging and reporting.

  • Performance Monitoring

    • Transaction throughput and processing times.

    • Settlement time for NGN and GBP corridors.

    • Resource utilization on hosting environments.

3. Escalation & Incident Management

  • Defined SLA-based escalation paths for critical issues.

  • Incident response protocols with Root Cause Analysis (RCA).

  • Post-incident reporting and corrective actions.

  • Clear ownership split between Lightway Finance, PCX, and external partners.

4. Continuous Improvement

  • Regular System Updates: Scheduled upgrades of APIs, SDKs, and platform features.

  • Quarterly Reviews: Joint review sessions between Lightway Finance, PCX, Lightspark, and banking partners.

  • User Feedback Loops: Integration of customer feedback to improve UX.

  • Scalability Enhancements: Preparing the platform for future corridors beyond NGN–GBP.

PreviousPlatform Features

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